Syncing issues - stuck on indexing

[Neilwgardiner]

For the last few weeks Dropbox on my MacBook Air M1 has been stuck on indexing and has not synced since the beginning of August

Things I have checked:

my system is MacOS 13.1 - up to date

macbook air M1 2020 - fairly recent

dropbox desktop app is up to date

I have fixed hard links and permissions

I have checked that the folders are syncing to Library > Cloud Storage 

it's not my internet connection - I have 90mbs

it's not our account reaching capacity - i have 2tb and only use 10% of that

Still not working 

I made a second request via email i have made - the first one went unanswered

Thanks

[Jay]

Hi @Neilwgardiner, thanks for bringing this to our attention.

Have you enabled full disk access for the Dropbox app in the Mac OS settings?

This will help me to assist further!

[Neilwgardiner]

Yes -- I have enabled full disk access for Dropbox

I restarted

I then fixed the hard links and permissions

it is still indexing

[Jay]

Could you try fully rebooting your machine, if you haven't done so already?

[Neilwgardiner]

Thanks but I tried that and it did not work

Please could i have a support number that I can call so we can solve this more efficiently?

[Jay]

Currently, we only provide incoming phone support for team admins of Dropbox Business subscriptions.

Feel free to contact the support team using this link for them to look into this in more detail.

[Neilwgardiner]

thank you for responding

however I have sent three messages to the email link and so far not had any response at all - even after the 24 hours stated

the issue remains unresolved

what other solutions for support are there? 

[Hannah]

Hey @Neilwgardiner, can you give us the ticket number for one of those emails that you sent to our support team, so I can look into this?

[Neilwgardiner]

HI Hannah -- ticket is #22595927

it has now been answered by Tyler, however he was unable to provide new ideas on how to resolve

I replied to him anyway with some screenshots

Considering that I have tried all options shown in the forum, replies and on other sites, is there any way you can make an exception to the policy [that only Business Plans get phone support] and call me, or give me a helpline number. 

I am sure we could solve this in one call

[Jay]

Unfortunately, there is no option to provide phone calls, as only Business users can contact the support team directly. 

I'd recommend continuing with the email communication, since they have more account and device-specific tools that can be used to assist.